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Customer Success Associate EMEA


Permutive / London / Client Services & Strategy
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Job Overview

We are looking for a conscientious Customer Success Associate to join our rapidly growing team in London. This is an exciting opportunity for someone with some commercial experience who is looking to develop a career in Customer Success in SaaS.

You will be joining us at an exciting time following our transition from a Data Management Platform to an Audience Platform. You will partner closely with our customer-facing teams to ensure that our customers begin seeing value from Permutive as quickly as possible and are set up for success from the get-go. You will have the opportunity to directly influence our roadmap and internal processes.

While this role does not own customer relationships, you will have the opportunity to observe and learn directly from our team of talented Customer Success professionals and you will engage closely with many teams across our business. There is clear career progression from this role into a Customer Success Manager where you will own a customer relationship and revenue.

About the team…

You'll be joining a collaborative, diverse customer success team who are based predominantly in London and NYC. We're focused on ensuring our customers are able to meet their organisations' strategic goals while also helping us to achieve world-class NPS & net revenue retention. We're a forward-thinking team who care deeply about our customers' businesses.

What you will be doing…

  • Supporting our Customer Success Managers (CSMs) in the process of new publisher onboarding, including planning and project management to ensure exceptional deployment success.
  • Owning the update, creation, and presentation of onboarding collateral in close collaboration with our Product Marketing team and support from our CSMs.
  • Focusing on data-driven insights, you’ll be driving both the rapid and efficient delivery of value to our customers during the first six months of their lifecycle.
  • Working with our Service Operations team to deliver training and sales enablement plans for customers, ensuring they see value from our solutions as quickly as possible.
  • Staying mindful and aware of customer requirements and expectations to ensure onboarding is delivered as expected
  • Monitoring trends and implementing tactics to increase product adoption across our client portfolio.
  • Collaborating with other teams, such as Service Operations, Solution Architects, Solution Strategists, and Customer Success Operations to identify opportunities to increase value for our customers.
  • Being an internal advocate for our customer needs: ensuring their feedback is heard and acted on by teams across the company from Product to Support to Sales.

We’d love to hear from you if you have…

  • A positive, warm and customer-first attitude to your work; you’re passionate about providing customer satisfaction and happiness.
  • Impeccable organisation skills; you’ve managed various tasks which have required meticulous attention to detail.
  • Experience managing multiple projects simultaneously from inception to completion (in a commercial environment).
  • Experience identifying & implementing new processes which have positively impacted internal or external stakeholders.
  • Experience in a scaling environment where you've had to deal with rapidly changing responsibilities and priorities.

We’d be particularly excited if you have…

  • Experience in a Customer facing role in adtech.

Compensation...

If you have the experience we are looking for, we would likely pay a base salary of £45,000. If you're bringing relevant experience from an adtech organisation, we'd likely pay around £52,500.

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Permutive Overview

Permutive is the only publisher data platform built on edge computing. We enable publishers to increase their data driven advertising revenue and make revenue diversification a reality, whilst keeping user privacy at the heart of our technology. Some of our customers include BuzzFeed, Business Insider, The Economist, Condé Nast International, Immediate Media and Burda Forward

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